MSP Senior Support Engineer

MSP Senior Support Engineer
We are looking for an MSP Senior Support Engineer at Red Cup IT, Inc. who plays a crucial role in ensuring that client IT systems operate efficiently and effectively. The job entails overseeing and managing IT services for various clients, providing high-level technical support, and ensuring that service level agreements (SLAs) are met.

Key Responsibilities:

• Client Support and Technical Services:
-Provide advanced technical support for hardware, software, and network issues across a diverse client base.
-Act as the second or third line of support, handling more complex problems that junior staff cannot resolve.
-Perform systems diagnostics, troubleshooting, and fault resolution across a range of technologies and platforms.
-Manage incident response and resolution within agreed SLAs.

• Systems Administration:
-Oversee and manage configurations, system operations, and software updates for clients’ IT environments.
-Administer server environments including Windows Server, Linux, and virtualization platforms like VMware and Hyper-V.
-Ensure continuous monitoring and maintenance of IT systems to prevent issues and optimize performance.

• Project Management:
-Lead or participate in IT projects such as system migrations, deployments, and integrations
-Coordinate with vendors and other IT personnel to deliver projects on time and within budget.
-Document project progress and ensure all technical documentation is up-to-date and accessible.

• Client Relationship Management:
-Build and maintain strong relationships with clients, understanding their business needs and IT requirements.
-Communicate effectively with clients to identify needs and evaluate alternative technical solutions.
-Advocate for clients’ needs within the MSP to ensure they receive high-quality service.

• Leadership and Team Collaboration:
-Mentor and support junior technical support staff and help in developing their technical skills.
-Lead by example in terms of technical expertise, customer service, and adherence to best practices.
-Contribute to continuous improvement initiatives within the team and the broader organization.

Required Skills and Qualifications:
-Bachelor’s degree in Information Technology, Computer Science, or related field.
-Minimum of 5 years of experience in IT support, with at least 2 years in a senior or managerial role.
-Strong technical skills across a variety of technologies, including networks, servers, databases, cloud services, and cybersecurity.
-Professional certifications (e.g., CompTIA, Cisco, Microsoft Certified Solutions Expert) are highly preferred.
-Exceptional problem-solving skills and the ability to manage multiple priorities under pressure.
-Excellent communication and interpersonal skills.